Hello,
I have an odd predicament, and I'm wondering if anyone can advise.
in CSM, I have agents logged into their queues. The do so so their activity can be monitored. When they need to make outgoing calls and work on order in their bucket they place themselves into DND. Here is the problem, While they are in DND their DND timer continues to count up even if they are making outgoing calls, CSM reflects station status changes ( phone off hook, calling out, on call) but not agent changes. The main issue is that they do not want DND time countinuing to count up if the agent is actually making an outgoing call.
Now I was told I can do this through Intelligent router but was not given specifics, so here I am wondering if maybe someone here may have some advice on the matter?
Have any of you run into this issue?
Thank you for your time.
- Michael